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COMARCHMOBILE CLAIMS ADJUSTERinsurance.comarch.comwww.comarch.com
COMARCHMOBILE CLAIMS ADJUSTERCOMARCH MOBILE CLAIMS ADJUSTERComarch Mobile Claims Adjuster is a solution for non-life insurance companies that have their own network of adjustersengaged in claims inspections in the field. The system allows to manage mobile adjusters, i.e. assign claims adjustersin accordance with their qualifications and availability, select optimal routes to destinations, and report with the useof performance indicators.The solution also includes a mobile application for claims adjusters, which aims to facilitate and accelerate their work.The application available on smartphones or tablets shows the way to the appointed meeting place and displays allnecessary information about the claim. It also allows to register all required information during the claim inspection,forwarding it immediately to the central claims system.OPTIMAL MANAGEMENTThe primary aim of Comarch Mobile Claims Adjuster is to support the dispatcher’s work i.e. efficient allocatingof tasks for mobile adjusters, arranging work schedules and commuting routes in an optimal way to minimize downtimeand time spent in the car. The system points at the best solution according to the defined criteria of matching adjustersto types and places of inspections. The optimal match shows not only the shortest way to the destination, but alsoa mobile adjuster of appropriate qualifications. Thanks to a built-in database of claims adjusters with their qualificationsand skills, the system can suggest e.g. sending a claims adjuster featured as ‘fraud detection specialist’ to inspectthe claim that is described in the claims system as ‘high risk of fraud’.DISPATCHER’S DESKTOPThe system is equipped with a dispatcher’s desktop, where the most important information and data for organizingthe work of a mobile adjuster are displayed, e.g., graphs showing the current situation of a subordinate team at work(i.e. their workload, a number of unassigned tasks). Owing to such graphs, the dispatcher is able to quickly analyzethe situation and take immediately actions. Desktop components are easily configurable and the users can arrangedthem on the screen by drag & drop.PRECISE LOCATIONNavigation and location with the use of GPS and data from telecommunications networks is a standard featureof mobile devices today. Smartphones or tablets, which mobile workers are equipped with, send information abouttheir current locations. This allows the dispatcher to plan next steps for all mobile adjuster team members, whosepositions are displayed on the map with the help of GIS (Geographic Information System). For example, in criticalor emergency situations the dispatcher can change the assignment and send another claims adjuster, who is nearestto the claim destination.COMARCH MOBILE CLAIMS ADJUSTER SYSTEM ALLOWS FOR EFFICIENTMANAGEMENTOF MOBILE ADJUSTERS, WHICH RESULTS IN REDUCING2COSTS OF CLAIMS ADJUSTMENT IN THE FIELD.
COMARCHMOBILE CLAIMS ADJUSTERKEY FUNCTIONALITIES Orders and Tasks — is responsible for registration of damage inspection orders, updatinginformation and closing orders. Orders have their own statuses, so the dispatcher can monitorthe claim inspection progress (i.e. adjuster on the way, adjuster on the scene, inspectionin progress, inspection completed, etc.). Moreover, tasks can be described by additionalparameters (e.g., escalation), and attachments and important notes can be added tothe task. The order is linked to the claim, so a claims adjuster, who receives the order can browsethe details of the claim and the claimant. Resources — is a database of mobile claims adjusters cooperating with the insurancecompany, including their qualifications, rights and assigned work areas. For each mobileworker a starting address is defined (a place where the adjuster starts and ends the journeyevery day). Employees can be grouped e.g., by qualifications or area, what makes the teammanagement more easy. Automatic Dispatcher — is a key module of the Comarch Mobile Claims Adjuster system.It is responsible for assigning tasks to claims adjusters. On the basis of availability, qualificationsand adjuster work areas, the system suggests optimal solutions as far as time and travelexpenses are concerned. The system is equipped with advanced algorithms, which calculatetime and inspection travel costs. Time Management — is a graphical tool for managing adjusters’ assignments. The dispatcherschedules claims adjusters works, taking into account their availability and monitorsall schedules on one screen. Moreover, the dispatcher can manually assign new tasks or modifytasks assigned automatically by the system. These actions are supported by automaticallycalculated Key Performance Indicators (KPI) that allow for objective quality assessmentof created schedules. Maps — is a module responsible for storing and processing information related to locations.Maps allow for visualization of resources (adjusters, cars, orders) in a real-time mode,and routes to destinations. They also allow for savings the actual routes. Owing to GIS,the dispatcher can react to critical situations on a current basis and change order allocationsif needed. Mobile Application — supports adjusters in the field. The application is available on mobiledevices, both tablets and smartphones. The Mobile Application is equipped with the mapwith a preview of the route and navigation to the destination. The tool allows to communicatewith the dispatcher and the main claims system. A mobile adjuster can view order details,information about the claim, customer contact data on the mobile device. A numberof additional functionalities like even sending data and images to the investigated claim fromthe place of inspection – makes the work easy and speeds up the process of claim adjustment. Reports and Analyses — reports and Analyses is a module for dispatchers and managersto supervise employees and analyze productivity and costs associated with the claimsadjustment in the field. The tool allows for creating and attaching own report templates,generating reports on demand and their scheduling with automatic email sending to thedefined groups of users. The system is equipped with Key Performance Indicators (KPI)to measure business goals, i.e. productivity increase and cost reduction.3
COMARCHMOBILE CLAIMS ADJUSTERThe architecture of Comarch Mobile Claims Adjuster4
COMARCHMOBILE CLAIMS ADJUSTERBUSINESSAND OPERATIONAL BENEFITSThe main advantages of implementing Comarch Mobile Claims Adjuster: Adjuster productivity growth — increase in the number of claims inspections performed by one adjuster in oneday, owing to optimal scheduling Dispatcher productivity growth — increase in the number of mobile adjusters managed by one dispatcher, owingto automation of complex tasks (scheduling, reporting, etc.) Reduction of task cost and realization time — thanks to optimal scheduling of consequent inspections, mobileclaims adjusters travel less and have shorter downtimes, so they can spend more time on their proper work Speeding up the claims adjustment process — the possibility to arrange an inspection at the first contact withthe claimant, e.g., when the claim is reported via call-center, and to immediately react to unexpected eventsby monitoring the current situation Professional service — insurance company reputation also depends on the claims adjustment process.A well-prepared claims adjuster with up-to-date information about the claim, who enters data and photosof the inspected scene via mobile device to the main claims system, strengthens the positive image of the companyas an innovative and professional one Increasing mobile adjuster satisfaction — working with a tool that supports and facilitates realization of tasks,as well as accelerating achievement of goals makes the adjusters more effective and satisfied as they do notwaste their time entering data to multiple systems of the insurance company.5
ABOUT COMARCHEstablished in 1993, Comarch is one of leading software houses in Europe withover 4000 employees worldwide and over 3000 successfully completed projects.Comarch focuses on innovation – more than 1100 IT engineers are directly involvedin R&D in several locations in Europe. Comarch Financial Services Unit specializes indesigning, implementing and integrating solutions and services for banks, insurers,asset management companies, pension & investment funds, brokerage houses,and other financial institutions. Our expertise and flexibility has gained worldwiderecognition with a significant portfolio of customers such as Aviva, Allianz, AXA,Aegon, ING, UniCredit, UNIQA, ERGO, Generali, AIB, and Raiffeisen.You can find more information about Comarch at www.finance.comarch.comor in Gartner and Celent reports.Poland HQComarch SAAl. Jana Pawła II 39a31-864 KrakówPhone: 48 12 64 61 000Fax: 48 12 64 61 100AustriaComarch AustriaMariahilfer Straße 123A-1060 ViennaPhone. 43 1 910 66 0Fax. 43 1 910 66 66BelgiumComarch AGAvenue Louise 65B-1050 BrusselsPhone: 32 2 535 78 68Fax: 32 2 535 77 00GermanyComarch AGLyoner Str. 2060528 Frankfurt/MainPhone. 49 69 962 37 62 00Fax. 49 69 478 69 27 00LuxemburgComarch Luxembourg SarlRoute d’Arlon 23L-8008 StrassenPhone: 352 271 168 18SwitzerlandComarch Swiss AGMühlemattstrasse 86004 LuzernPhone: 41 41 410 90 12United KingdomComarch UK Ltd19 Eastbourne TerracePaddingtonLondon W2 6LGPhone: 44 20 3626 0145Fax: 44 20 3626 0203Comarch Społka Akcyjna with its registered seat in Kraków at Aleja Jana Pawla II 39A, entered in the National Court Registerkept by the District Court for Kraków-Śródmiescie in Kraków, the 11th Commercial Division of the National Court register underno. KRS 0000057567. The share capital amounts to 8,051,637.00 PLN. The share capital was fully paid. NIP: 677 - 00 - 65 – 406.Copyright Comarch 2014. All rights .insurance.comarch.comEN - 2014.03finance@comarch.com
Professional service — insurance company reputation also depends on the claims adjustment process. Awell-prepared claims adjuster with up-to-date information about the claim, who enters data and photos of the inspected scene via mobile device to the main claims system, strengthens the positive image of the company
